How The LaLiT Loyalty program goes beyond the traditional model, explains General Manager Harmeet Kaur

In an exclusive interview, Ms. Harmeet Kaur, General Manager of Corporate Marketing and Customer Experience at The LaLiT Suri Hospitality Group, speaks with Aditya Rangroo about the group’s loyalty program and how it sets itself apart from conventional hotel loyalty offerings.

1. What inspired the LaLiT to launch a loyalty program and how does it reflect on the brand’s broader philosophy of hospitality?

At The LaLiT, our approach to hospitality has always been rooted in meaningful relationships rather than mere transactions. We believe that every moment our guests spend with us contributes to a deeper emotional connection. The LaLiT Loyalty program was created to honour this connection and reward guests not just for spend, but for their trust, loyalty and engagement across the breadth of our offerings.

Rather than just offering discounts, the program captures our core philosophy of value, cherish and reward by celebrating every guest interaction with genuine recognition and benefits. Underpinning it all is our belief that hospitality is an expression of care, a philosophy that reflects The LaLiT’s heritage of warmth, inclusivity and long-lasting guest relationships.

2. How does this loyalty program differ from conventional hotel loyalty program in terms of flexibility, redemption options, and guest experience?

The LaLiT Loyalty goes beyond the traditional model that often centres only on room nights or weighted transactional rewards. Our program is built for the lifestyle of modern travellers as it rewards points on everyday experiences like stays, dining at acclaimed restaurants, spa treatments, and more, making every eligible spend an opportunity to be rewarded.

Members enjoy enhanced flexibility through varied redemption options ranging from luxurious stays and culinary experiences, to wellness and lifestyle rewards. It even provides an opportunity to the guest to make social impact by donating their points through the Points for Good initiative. This purpose-driven choice empowers guests to decide whether they want to indulge personally or contribute meaningfully to causes that matter.

3. Can you walk us through the different membership tiers (Blue, Silver, Gold, and Platinum) and how benefits escalate as guests move up?

The LaLiT Loyalty program is structured to reward guests progressively through four tier levels:

a) Blue: The entry tier where members start earning points from their first eligible spend and begin to experience exclusive member benefits like special member rates and access to dedicated check in counters.

b) Silver: As engagement grows, this tier unlocks elevated privileges, offering added comfort and access to member-only perks like VIP In-Room amenities and Complimentary access to The LaLiT Loyalty Lounges, wherever applicable.

c) Gold: Designed for frequent guests, benefits here include early check-in and late check-out and accelerated earnings on eligible spends, subject to availability.

d) Platinum: The premier tier, crafted for our most loyal guests, brings highly personalised experiences. Platinum members enjoy greater flexibility like extended early check-in/late check-out windows, and curated service touches such as smoother in-room check-in and bespoke experiences tailored to individual preferences.

As members move up the tiers, each level brings greater access, comfort and privilege making every milestone part of a more rewarding journey.

4. How does the points donation/social impact component work and what motivated the inclusion of a philanthropy-oriented feature?

One of the defining differentiators of The LaLiT Loyalty is its partnership with Points for Good, which enables members to donate their loyalty points to verified social causes. Through this collaboration, points can be redirected to support initiatives spanning child education, environmental conservation, skill development, LGBTQIA+ empowerment and other meaningful projects across India.

At The LaLiT, we believe that hospitality should be inclusive, responsible and value-driven, and giving our members the opportunity to make a difference and complements our broader philosophy of conscious hospitality. It turns everyday stays and experiences into an opportunity to contribute to positive change.

5. What kind of experiences do travelers value most under The LaLiT Loyalty from the guest’s perspective?

It varies by guest segment. Frequent business travelers value flexible check-in/check-out, priority check-in and complimentary access to meeting rooms. Leisure guests enjoy room upgrades and redeeming points for stays, dining and spa experiences. Also, a growing segment of conscious travelers have the option to donate their points for social impact.

6. How has the feedback from members been so far? Is there any standout story?

The response has been encouraging. Guests appreciate the simplicity and the fact that points get accumulated with every spend and can be redeemed without any complex rules. Also, this program enables members to be a part of a larger social purpose. Members can also redeem points to celebrate birthdays or anniversaries, making the program a part of their happiest moments.

7. Looking ahead, how does The LaLiT plan to evolve the Loyalty Program?

Our focus is to evolve keeping the expectations of the modern travelers in mind by blending luxury, personalization and purpose. Future initiatives include enhanced digital features to make earning and redemption seamless across touchpoints, partnerships with focus on lifestyle and travel segments and strengthen the social and sustainable proposition with point donations.